Your Rights

Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about your Adviser or the service you received please contact us.

Acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it and giving you the opportunity to provide any further information or documents

The Financial Ombudsman Service

If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of UK Moneyman’s final response letter.

The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.

The FOS is also only able to consider certain categories of the complaint, for example, complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.

In addition, the FOS might not be able to consider your complaint if:

What you’re complaining about happened more than six years ago, and

You’re complaining more than three years after you realised (or should have realised) that there was a problem.

If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, The Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.

Excellent service, really helpful and made the process a lot less stressful and with a better product then I could find myself!

Joanne M

This has been a great process considering how stressful it can be, I have absolutely no issues with all of the service I have had, Chris who I dealt with initially has been amazing and stuck with me throughout and then he worked with the team in the office who were also brilliant. Fast updates and always ready to answer my constant questions and chases just a great team to work with I would highly recommend them.